TikTok LIVE - Global Customer Service Lead

Responsibilities

• Roles & Responsibilities
• Manage the team on a day-to-day basis and provide first-hand support to team internal escalations.
• Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting customers/creators by working with team, peers, and management.
• Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
• Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
• Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity, and to achieve customer satisfaction. Monitor OKR progress against established milestones.
• Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results.
• Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to ensure the final productivity goals are met.
• Develop and maintain relationships with clients by attending cross-team / cross-site meetings and responding to client feedback.
• Work with the Readiness, SOP, QA, training and system teams to optimize new and existing processes impacting customers/sellers/creators.
• Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
• Work with Recruiting / Staffing teams to identify, interview, and recruit top talents for all tier 2 openings.

Requirements

• BA/BS degree or equivalent practical experience.
• 2+ years managing teams and 5+ direct reports in the Customer Service field.
• Experience working in tech / internet / BPO organisations
• Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.
• Experienced working for live-streaming / user-generated content platforms is a plus.

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Company Intel

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